Cases: The basics

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Cases, known in some organizations as tickets, requests, or incidents, are customer-raised issues or questions that require resolution. Cases can be raised in many ways, by phone, email, online. A case includes the request, as well as information about the customer, level of service, and time allowed to resolve the case.

- [Narrator] If you work in customer support,…customer service, customer care,…then cases are your bread and butter.…Cases, which are known in some organizations…as tickets, or requests, or incidents,…are customer-raised issues,…Customer-raised questions that require resolution,…and this might be before the sale,…after the sale,…or even while someone from the organization…is negotiating their opportunity…to sell this customer something specific.…There are many sources for cases.…

For example, if you work in a call center,…many of your cases are phone cases,…someone calls, you answer the phone,…and you answer their question or begin…to resolve their problem.…Another possibility is that you'll receive cases by e-mail.…That e-mail may come from a customer,…but it may also come from someone…in your sales organization who was out…at a customer site,…or a technician who was visiting a customer.…There are many sources of cases…internal to your organization,…and many of those would come by e-mail.…You'll also get cases from the web.…

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Released

9/29/2016

Streamline your customer service operations with Microsoft Dynamics. This course shows you how to use the essential customer service features of this CRM, including the interactive service hub. See how to create cases, add activities to the timeline, escalate issues, manage contacts, research in the knowledge base, and document resolutions. Learn how to use the dashboard to monitor and assess your service performance. Join Microsoft expert Gini von Courter in this course for step-by-step instructions and tips along the way.